Guest Relations Manager

About the role

The Guest Relations Manager is the on‑site leader responsible for delivering exceptional hospitality experiences to all guests. Reporting as the Property Manager on Duty, you will oversee lobby operations, guide guests, and ensure any service issues are promptly resolved.

Key responsibilities

• Lead and supervise the Guest Services and Front Desk teams, fostering a collaborative and high‑performance environment.
• Manage day‑to‑day lobby operations, including guest flow, inquiries, and service issue tracking.
• Handle guest complaints, resolve disputes, and intervene in guest‑employee situations to maintain property integrity and satisfaction.
• Coordinate with all hotel departments to expedite problem resolution and support overall property goals.
• Monitor budgets, operating statements, and payroll reports to assist with financial management of the department.
• Recognize and celebrate team achievements, providing coaching and feedback to drive continuous improvement.

Required profile

• High school diploma or GED with at least 2 years of experience in guest services, front desk, or a related hospitality role, or an associate degree in Hotel & Restaurant Management, Hospitality, Business Administration, or a related field.
• Strong interpersonal and communication skills, with the ability to lead, influence, and build trust among team members.
• Demonstrated integrity, honesty, and a customer‑focused mindset.
• Ability to perform duties in the absence of team members and to make sound business decisions.

Required skills